Insignis
Customer Success Manager - Accountancy
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About Us
We are a fast-growing, FinTech company looking for a talented and enthusiastic individual to join our team. We are expanding, making this a perfect position if you would like to have a significant impact on our company’s growth and develop your role and career as the business evolves. You will join a team where your ideas will be welcomed and valued.
The Role
The Customer Success Manager – Accountancy is responsible for building, developing, and managing long-term relationships with accountancy partners and their referred business clients across Insignis’s direct corporate segment, including SME, mid-market, and larger businesses.
This role exists to grow and deepen partner relationships, maximise client engagement, and ensure referred opportunities are managed effectively through onboarding, funding, and ongoing account development, while maintaining high standards of suitability, governance, and customer experience.
Success in this role is driven by relationship quality, proactive account planning, commercial awareness, execution discipline, and collaboration, with a focus on creating sustainable value from the accountancy channel.
Role Responsibilities
Partner Relationship Management
- Guide customers through onboarding and drive meaningful adoption throughout their journey with Insignis.
- Work closely with the Account Management team to create focused monthly plans that strengthen engagement, reduce churn and support long-term client value.
- Help customers confidently use and embed the Insignis platform within their business by providing clear, practical guidance.
- Deliver engaging group training sessions that help customers get the most from Insignis.
- Take ownership of monthly client retention targets and consistently deliver against agreed KPIs.
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Account Development & Client Engagement
- Engage referred business clients in a consultative way, understanding their cash requirements and priorities.
- Support clients through onboarding, funding, and ongoing account development to maximise long-term value.
- Identify opportunities to deepen client relationships and increase engagement with Insignis’s proposition.
- Maintain a relationship-led approach while progressing referrals and client opportunities efficiently.
Customer Experience & Suitability
- Conduct structured discovery to ensure each client relationship is suitable and well understood.
- Penetrate the existing panel to maximise opportunity.
- Set accurate expectations around onboarding, documentation, funding, and ongoing servicing.
- Partner with Client Onboarding and Client Services to deliver a smooth, high-quality client experience.
Account Planning & Operating Discipline
- Maintain clear account plans for key partners, including relationship status, referral activity, risks, and growth opportunities.
- Keep accurate CRM records, partner notes, client updates, forecasts, and pipeline visibility.
- Use partner and client insight to inform priorities, improve engagement, and support channel performance.
- Share feedback with Marketing, Client Services, and wider commercial teams to improve partner experience and referral quality.
Governance & Relationship Standards
- Ensure all partner and client activity aligns with Insignis’s regulatory, compliance, and conduct standards.
- Identify and escalate unsuitable, high-risk, or poorly understood opportunities.
- Balance commercial growth with quality, suitability, and positive customer outcomes.
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What We Are Looking For
- Experience in a B2B customer success or account management role ideally within the accountancy, financial services, fintech, or professional services ecosystem.
- Experience working with inbound referrals and/or proactive outreach, with the ability to progress opportunities in a consultative, relationship-led way.
- Comfortable using CRM systems and structured sales processes to manage pipelines, track activity, and maintain accurate records.
- Experience working in a regulated, complex, or compliance-led environment would be advantageous.
- Solid years of experience working in the accounting and bookkeeping sector with software or SaaS experience.
- Ability to quickly learn new technologies and provide best practice advice to customers in a clear and concise manner.
- Excellent communicator.
- Able to prioritise work effectively to maximise time with clients.
- Team players who work with others to deliver results, contributing to the group.
- A high performer who consistently achieves results.
Benefits
- 25 days holiday (excluding Bank holidays)
- 5% Pension contributions
- Private medical insurance with Vitality
- Health cash Plan offering contributions to dental, optical, and much more
- Enhanced Parental Leave
- Cycle to Work Scheme
- Monthly team lunches, quarterly company socials
Working Pattern
- Hybrid working pattern in London office, 3 days in the office (Tuesday to Thursday), 2 days remote.
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